White paper: The innovator’s guide to the digital-first contact centre
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The digital customer service universe is evolving rapidly.
Contact centre adoption and support for first generation digital channels such as email and web chat, including video chat and co-browsing, is growing very rapidly.
Mobile apps, while tightly tied to mainstream adoption of smartphones, have been around for a while and are gaining traction, even though contact centre support has been lagging behind consumer adoption.
While first-generation channels are “alive and well”, with chat currently having the highest growth rate of all contact centre channels, customers today are rapidly moving beyond those first-generation channels.
Next generation digital channels include social platforms such as Meta/Facebook, LinkedIn, Twitter, etc as well as advanced messaging like WhatsApp, WeChat, Facebook Messenger, Apple Business Chat and many others.
Social and messaging are well on their way to become mainstream contact centre channels. Find out more in this free guide.
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